Returns Policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, unopened, with tags and seals intact, and in its original packaging. You’ll also need the receipt or proof of purchase. NB: Any return of an item that is not faulty (e.g. due to a change of mind) will result in a restocking fee of £5. No postage fees will be refunded.
To start a return, you can contact us at info@novexis.co.uk. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@novexis.co.uk.
Unfortunately, we are unable to accept returns of any products which have been labelled or customised. If a cancellation has been requested but the order has already been dispatched we are unable to cancel the order and issue a refund. Similar applies if an incorrect dosage or quantity has been ordered. Labeled products are only acceptable for return if the error is due to processing by WebVet Ltd, or as part of an official manufacturer's recall.
We hope that all of our clients have a positive experience with us at Novexis however we understand that sometimes you may change your mind or no longer need the product, in this case you can return it to us for exchange or refund. We must be notified within 14 days of your receiving the goods and they must be returned to use within 14 days in a resalable condition. NB: This DOES NOT apply to POM or NFA products or any product specifically detailed above or that must be labeled. Any return of an item that is not faulty (e.g. due to a change of mind) will result in a restocking fee of £5. No postage fees will be refunded.
If a product appears faulty on receipt we will request the item is returned for our inspection, if deemed by us to be faulty we will refund you the cost of the item and your return postage expenses (so please email us a copy of your receipt too). Damaged items must be reported to us within 7 days of receipt and we will request photographs in order to assess the damage. We may request the item be returned to us before a replacement or refund is issued. Any errors that result from a Novexis processing error such as an incorrect product or quantity being dispatched we must be notified within 7 days in order to rectify the issue, if reported outside this time frame we will no longer be able to rectify the issue.
All returns should be sent recorded and proof of postage retained.
The purchase of products for resale from our website is against our terms of service and we reserve the right to cancel your order should suspicion arise that your intent is to resell items either in person or using online platforms. Should your order be cancelled a refund may be provided minus an administration fee of 10% of the order value, this may be waived at the managements discretion. Any orders placed in error or where stock levels are indicated in the product title or description that result in a refund will be subject to an administration fee as outlined above.
Some items are ordered specifically to fulfill an order, these items are subject to full charges and no refund will be offered.
Please note: Refunds or replacement items will not be sent until 30 days have elapsed from the date of dispatch and our delivery agent has officially declared the item lost.
Your statutory rights are not affected by our returns policy.